Director, Workforce Management

Job not on LinkedIn

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $120k - $140k / year

⏰ Full Time

🔴 Lead

👔 Director

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Aura

WebsiteLinkedInAll Job Openings

501 - 1000 employees

☁️ SaaS

🛍️ eCommerce

👥 B2C

SaaS • eCommerce • B2C

Aura is a leading bio link tool provider, known for its platform Linktree which allows users to unify all their social media links and online presence into a single bio link. With over 50 million users, including creators, influencers, and small businesses, Aura's Linktree helps users efficiently share and monetize their content across various social media platforms like Instagram, TikTok, and Twitter. The platform provides extensive analytics to track audience engagement and optimize link performance. Aura empowers users by offering customizable features, payment integration, and the ability to drive offline traffic online using QR codes, making it a versatile and crucial tool for digital creators and businesses.

📋 Description

• Develop and implement workforce management strategies for optimal staffing across voice, chat, email, and ticket channels • Own capacity and workforce planning, partnering with business leaders and Finance on forecasting, budgeting, and scalable workforce strategies • Develop and manage WFM KPIs, including forecasting accuracy, occupancy, shrinkage, and adherence • Lead a WFM team of four covering scheduling, real-time management, and WFM systems administration • Oversee telephony and workforce management systems, vendor relationships, and implementations • Use data analytics and workforce tools to improve reporting and operational efficiency • Partner with CX and Operations leaders to align processes with WFM objectives • Drive innovation in support delivery through AI, automation, and emerging customer support technologies • Present reports, insights, and recommendations to senior leadership to improve contact center efficiency and customer experience

🎯 Requirements

• 5+ years of workforce management experience within a contact center environment • 5+ years of leadership experience • Demonstrated experience leading a WFM function or team • Strong analytical skills in forecasting, capacity planning, scheduling, and real-time management • Experience with WFM software such as Verint, NICE, Aspect, or similar • Experience with telephony systems such as Five9, RingCentral, Genesys, or similar • Proven ability to collaborate with Operations leaders on innovation, process optimization, and customer experience • Excellent leadership, coaching, and team development abilities • Ability to prioritize and manage competing demands • Effective communication and stakeholder management skills • Ability to work in a fast-paced, dynamic environment and drive continuous improvement • Experience with automation and AI tools is a plus • Experience as the primary contact and subject matter expert for WFM and telephony systems is nice to have • Experience leading and scaling a global WFM team is nice to have

🏖️ Benefits

• Competitive pay • Generous health and wellness benefits • Retirement savings plans • Parental leave • Accessibility assistance and reasonable accommodation during the application process and employment